Case Study: Philips achieves agile, customer-first innovation — 80% faster insights and 15× more tests — with UserTesting

How Philips improves people's lives using empathy to innovate solutions that better meet their needs

Royal Philips, a global health‑technology company focused on improving people’s well‑being, launched a Digital Marketing & E‑commerce (DMEC) team in 2020 to accelerate direct relationships with customers. To support its direct‑to‑consumer digital transformation, the team needed a more agile way to collect, analyze, and act on consumer and customer insights that could keep pace with fast‑evolving needs and align cross‑functional teams.

Philips adopted the UserTesting platform to rapidly recruit target audiences and run same‑day, early‑stage tests across researchers, designers, product managers, and marketers. The scalable process enabled higher‑quality insights in about 80% less time (most tests under 3 hours), expanded test volume from ~2/month to ~1/day (≈15×), reduced rework and costs, and helped Philips build a world‑class, customer‑first approach to agile innovation and growth.

Philips

Jiaqi Mao

Growth Hacking Lead, Digital Marketing and Ecommerce